Manager, Customer Care Support and Accessibility

Intro

Are you ready to explore a world of possibilities both at work and during your time off Join our American Airlines family and youll travel the world grow your expertise and become the best version of you. As you embark on a new journey youll tackle challenges with flexibility and grace learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why youll love this job

The Manager Customer Care Support and Accessibility is part of the Airports Division. This position leads a team within Airport Operations Support to define and oversee the successful implementation of a cohesive Accessibility strategy across the organization requiring the ability to build strong relationships with both internal and external stakeholders.

What youll do

As noted above this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever itis deemed appropriate to do so observing of course any legal obligations including any collective bargaining obligations.

Lead mentor and develop a team of accessibility professionals. Provide strategic direction prioritize workload and ensure team goals align with broader company initiatives.
Drive enterprise accessibility initiatives that align with regulatory requirements and customer expectations. Develop long-term strategies to improve accessibility across all customer touchpoints.
Partner with leaders from Airport Operations Inflight Flight Reservations Customer Relations Regulatory Technology Training and Corporate Communications to implement accessibility initiatives and ensure organizational alignment.
Maintain in-depth understanding of disability rights legislation including the Air Carrier Access Act (ACAA) and ADA. Guide internal teams on compliance and advocate for proactive regulatory alignment.
Ensure policies and procedures that enable in a positive travel experience for customers with disabilities and engage with operational leaders to support the consistent application of those procedures
Identify advocate and leverage technology enhancements that improve the team member and customer experience
Represent American Airlines in industry forums and with advocacy groups (e.g. A4A IATA). Build and maintain strong relationships with community organizations and serve as a visible leader on accessibility issues.
Identify and advocate for technology enhancements that improve both customer and employee experiences. Collaborate with digital and IT teams to deliver inclusive solutions.
Present business cases updates and strategic plans to senior leadership. Influence policy and investment decisions to champion accessibility priorities across the organization.
Stay current on emerging trends technologies and best practices in accessibility. Translate insights into actionable strategies for American Airlines.

All youll need for success

Minimum Qualifications- Education & Prior Job Experience

Bachelors degree in a related field (e.g. business communications disability studies)
5 years of experience in a customer-facing role with a focus on accessibility and disability support
In depth knowledge of disability regulations including the U.S. Department of Transportations (DOT) Air Carrier Access Act (ACAA)

Preferred Qualifications- Education & Prior Job Experience

Masters degree in a related field (e.g. business communications disability studies)
3 years of experience in a leadership or management role
Working understanding of Customer Service Manual and relevant Customer Care policies and procedures
Previous Complaints Resolution Official (CRO) qualification

Skills Licenses & Certifications

Ability to achieve results in a constantly evolving environment through influence collaboration and communication at all levels of management
Demonstrated focus on building and handling key relationships to help drive greater trust credibility and business alignment
Ability to communicate multi-directional (peer to peer to varying levels of leadership) for initiative strategy progress toward stated goals and risks/issues
Ability to lead and influence teams with focus on Americans key leadership attributes of caring collaboration development of others results and future-oriented mindset
Strong problem solving negotiation and critical thinking ability
Demonstrated ability to perform both independently and as a leader handle multiple assignments and respond to changing priorities
Excellent verbal and written communication skills
Self-motivated to deliver high quality work with attention to detail
Passion for the team member and customer experience
Knowledge of airport operations and customer technology
Advanced Microsoft suite skills

What youll get

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Ready to explore the world You your family and your friends can reach 365 destinations on more than 6800 daily flights across our global network.
• Health Benefits: On day one youll have access to your health dental prescription and vision benefits to help you stay well. And thats just the start we also offer virtual doctor visits flexible spending accounts and more.
• Wellness Programs: We want you to be the best version of yourself thats why our wellness programs provide you with all the right tools resources and support you need.
• 401(k) Program: Available upon hire and depending on the workgroup employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program pet insurance and discounts on hotels cars cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20 Employee Business Resource Groups are focused on connecting our team members to our customers suppliers communities and shareholders helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on lifes journey Feel free to be yourself at American.